Jason Lazzerini

Senior CX executives navigate shifting economics, regulation, AI disruption, talent transformation and rising expectations - all while proving business value. Be a fly on the wall of a conversation on executive-level decision making balancing CX enhancement and prioritization, whilst facing the pressure to lower costs. Take back to your team actionable insights to:

• Define enterprise-wide CX ownership, influence and decision authority

• Balance short-term operational pressure with long-term brand and loyalty outcomes

• Embed CX into corporate strategy, investment prioritization and culture

• Identify what keeps CX leaders up at night - and what’s working

Too often, frontline teams are expected to deliver seamless experiences while navigating fragmented systems, scattered knowledge and unclear ownership. AI offers more than automation - it can become the connective tissue that equips people with insight, confidence and timely guidance, turning routine conversations into meaningful outcomes. This session explores how financial institutions are redesigning service models by using AI to unify information, simplify decisions and elevate human expertise.

• Transform frontline workflows with AI that anticipates needs and suggests next best actions

• Equip employees with real-time coaching, context and customer understanding

• Use AI coaching and workflow tools to elevate confidence, consistency and conversion

Across financial services, brilliant people are still spending far too much time not actually serving customers. Employee-facing AI tools offer a golden opportunity to lift the burden of manual, repetitive work - but productivity doesn’t improve by default. To deliver impact, these tools must be trusted, adopted and scaled.

Join this session to hear how JPMorgan Chase & Co. is approaching employee-facing agentic AI to ensure talent is focused where it creates the greatest CX value.

• How to pinpoint manual processes ripe for automation

• What it takes to scale AI effectively - driving adoption, enabling change management, and how to predict and prepare to overcome early challenges before productivity KPIs and ROI are realized

• How to measure efficiency gains, error reduction, speed improvements and CX impact to demonstrate meaningful ROI